Contact Center Operations and Transformation Functional Manager

Position Summary Contact Center Operations and Transformation Functional ManagerOur Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforceRecruiting for this role ends on December 31, 2026.Work you'll doAs a Manager in Deloitte Consulting’s Customer offering portfolio, you will help clients transform contact center and customer service operations to drive efficiency, improve customer and employee experiences, and enable more scalable, data-driven service delivery. You will work at the intersection of business transformation, operations, technology, and AI, helping clients assess current-state service models, define future-state capabilities, and implement solutions that improve performance and reduce cost.You will advise clients on a range of customer operations priorities, including contact center transformation, digital channel enablement, operating model redesign, workforce optimization, service personalization, and AI-powered service innovation. This role requires a leader who can move seamlessly from executive-level discussions to detailed problem-solving, solution design, and delivery execution.Key responsibilities include:Leading contact center operations and transformation engagements for clients across various industriesAssessing current-state customer service operations, including organizational structure, service demand, channel strategy, call drivers, workforce management, agent experience, service levels, technology capabilities, cost structure, and performance metricsDesigning future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfactionDeveloping transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimizationHelping clients use AI, analytics, and customer data to improve service performance, personalize interactions, reduce handle time, increase containment, improve first-contact resolution, and support better decision-makingSupporting the design and implementation of contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service platformsLeading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted-service channelsManaging multiple teams and workstreams, while driving high-quality delivery, measurable client impact, and strong team performanceBuilding trusted client relationships and collaborating across Deloitte’s cross-functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutionsCoaching junior team members, contributing to team development, and supporting Deloitte’s collaborative, client-focused cultureA successful candidate would possess these skills: Ability to work independently and collaborate as part of a team Effective written and verbal communication skills Meticulous attention to detail and quality of work product Ability to build and sustain professional relationship Ability to lead projects or workstreams Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment Strong interpersonal skills and professional demeanor Ability to meet deadlines Ability to provide clear guidance to othersThe teamOur Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.QualificationsRequired8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory, including significant experience focused on contact center strategy, operations, and transformation engagements4+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes2+ years of experience serving clients across various industries, with an understanding of customer operations, service environments, and industry-specific business challengesBachelor’s degree in Computer Science, Engineering, or equivalent work experienceAbility to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serveLimited immigration sponsorship may be availablePreferredExperience working in, leading, or advising large-scale contact center environments supporting 500+ agents.Experience with contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service tools.Experience leveraging AI, automation, digital self-service, analytics, and personalization capabilities to improve customer service performance and reduce operating costs.Experience with Salesforce.Experience with Genesys, Five9, NICE, AWS, or similar cloud-based contact center and customer service platforms.Experience developing business cases, transformation roadmaps, operating models, performance improvement plans, and value realization frameworks.PMP, Six Sigma, Lean, Agile, or related certificationsMaster of Business Administration or other relevant advanced degree.The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $144,000 to $241,000.You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.#Customer_US#SS_US Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at View email address on click.appcast.io. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work. Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more. Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers Requisition code: 359033 Job ID 359033 Package and Technology Enablement | Package Functional TransformationSame job available in 45 locations